Assistant Manager Customer Experience

Lucky Brand • Goodyear, AZ

3d

About The Position

The Assistant Manager of Customer Experience contributes to profitable sales growth by attracting, developing, leading, retaining, and engaging associates; leading strategies and initiatives; and executing sales-building programs that enhance the customer experience and drive performance standards.

The role leads customer service and sales practices, including the Manager on Duty program, and coaches managers, supervisors, and associates to improve service and focus on priorities. It partners with store leadership on hiring and talent management, oversees payroll functions, coordinates new-hire orientation and training, and schedules talent and resources to support service, engagement, and expense targets.

The Assistant Manager also oversees store operations related to pricing and signing, productivity, stockroom organization and safety, receiving, shipping, and reverse logistics. The position requires at least two years of retail leadership experience and a bachelor’s degree or equivalent work experience.

Requirements

• Minimum of 2 years of retail leadership experience.
• Bachelor’s degree or equivalent work experience.
• Ability to prioritize customer needs and remove barriers to excellent service and experiences.
• Ability to take accountability for customer experiences and deliver solutions that meet customer needs.
• Ability to act decisively and with urgency, set aggressive goals, and take appropriate risks to achieve results.
• Ability to collaborate cross-functionally, share information, seek diverse perspectives, and work toward shared goals.

Responsibilities

• Model, coach, and hold the team accountable for outstanding customer service.
• Lead the Manager on Duty (MOD) program and observe, engage, and coach managers and supervisors to improve their execution and team development.
• Help associates focus on the right priorities to enhance the customer experience.
• Source and screen talent and partner with store leadership to deliver consistent, effective hiring processes.
• Oversee store payroll and related payroll functions to ensure associates are paid appropriately for hours worked.
• Ensure the Customer Experience Supervisor (CES) schedules and conducts new-hire orientation and that the appropriate leader delivers training.
• Schedule talent and resources to meet profit expense targets, deliver exceptional service, and keep associates engaged.
• Oversee pricing and signing processes, including workload planning, weights and measures, price changes, re-ticketing, and the Door to Floor process.
• Set productivity goals and monitor work pace to achieve productivity targets.
• Establish and maintain stockroom processes, including organization and work-safety initiatives.
• Oversee receiving, shipping, reverse logistics, and third-party carrier processes such as FedEx and UPS.
• Demonstrate customer prioritization, accountability, results orientation, and cross-functional collaboration.

Benefits

• Eligible for a bonus under the Management Incentive Plan.
• Eligible associates may receive medical, dental, and vision coverage, term life insurance, paid vacation and holidays, and a 401(k) with Company match.
• Associate discount on JCPenney merchandise.
• Eligible associates receive eight paid holidays during the calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager